{"id":2805,"date":"2017-03-31T00:00:00","date_gmt":"2017-03-31T00:00:00","guid":{"rendered":"https:\/\/amazingproperty.com.ng\/blog\/improve-customer-service-on-social-media\/"},"modified":"2017-03-31T00:00:00","modified_gmt":"2017-03-31T00:00:00","slug":"improve-customer-service-on-social-media","status":"publish","type":"post","link":"https:\/\/amazingproperty.com.ng\/blog\/improve-customer-service-on-social-media\/","title":{"rendered":"Improve Customer Service on Social Media"},"content":{"rendered":"

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The pinnacle of great customer service is reaching your clients how they want to be reached, and for many, that\u2019s on social media channels. Platforms like Facebook, Twitter, LinkedIn, YouTube, and others offer<\/a> a two-fold benefit to real estate<\/a> professions: First, you can take interactions with your sphere to a higher level by creating meaningful relationships through comments, direct messages, targeted posts and videos, and photos, says customer service expert Shep Hyken. Second, it\u2019s an avenue to demonstrate your professionalism, attention to detail, and dedication to your business.<\/p>\n

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Read more<\/strong>: Improve Your Agents’ Value Proposition<\/span><\/p>\n<\/blockquote>\n

\u201cRegardless of the customer interacting with you in person, on your website or through social media channels, the experience should be one that brings the customer back, and more important, gets the customer to talk about you to their friends and colleagues,\u201d says Hyken.\u00a0\u201cCustomer service done right is one of your best marketing strategies.\u201d<\/p>\n

Kyken, who attended\u00a0Social Media Marketing<\/a> World in San Diego last week, says the conference\u2019s social customer care track offered five strategies that brokerage owners will find useful.<\/p>\n

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  1. Do you have social media business accounts? <\/strong>Potential clients are looking you up on these channels, and two ways to turn them off include having no presence at all and having an outdated or abandoned profile that hasn\u2019t published a post in a long time.The rule of thumb is to be where your customers are, Hyken says. \u201cI\u2019m amazed at how many companies choose not to participate on social media. This is no longer an option,\u201d he adds. \u00a0Make sure your brand is represented on pertinent social networks with pages that are up-to-date, include accurate contact information, and that you\u2019re sharing content on a regular basis, even if it\u2019s once a week.<\/li>\n
  2. Monitor mentions on social media.<\/strong>\u00a0\u201cYou want to know whenever anyone says anything about your company \u2013 in real time,\u201d says Hyken. Some CRMs offer social media monitoring tools. There are also platforms such as HootSuite, Keyhole, Brandwatch, Trackur, and others that provide keyword, hashtag, and URL tracking. Setting up Google Alerts for your business name and personal name is also a good idea.<\/li>\n
  3. Respond to complaints, but also to your supporters.<\/strong>\u00a0Reach out to anyone who has a problem or leaves a negative comment or review swiftly and try to resolve the issue. \u201cOne of the worst things a company can do is ignore comments \u2013 especially complaints,\u201d says Hyken. But don\u2019t forget about everyone else. If someone leaves a comment or tags your Facebook page, mentions your handle on Twitter, or comments on your YouTube video, make sure you or your social media manager acknowledges it and responds in a timely manner. Hyken says that doesn\u2019t mean days, or even hours, but ideally within a few minutes.<\/li>\n
  4. Be authentic in your interactions.<\/strong>\u00a0Is a corporate robot running your social media, or a real person? Customers shouldn\u2019t have to ask themselves that. Add your own personality in all comments and posts, and never copy and paste canned responses\u2014especially to complaints. You want clients to know you truly care.<\/li>\n
  5. Engage with your friends and followers.<\/strong>\u00a0Don\u2019t flood your feed with listings<\/a> or only post about your company. Share content that is\u00a0relevant and interesting to your current and potential clients. Help them solve problems, offer market insights, highlight neighborhoods, and engage with other local businesses.<\/li>\n<\/ol>\n

    Source: \u201cSocial Customer Care Cannot Be Ignored\u201d March 2016, Shep Hyken <\/em><\/p>\n

    \u2014Erica Christoffer, REALTOR\u00ae Magazine<\/em><\/p>\n<\/div>\n<\/div>\n

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    The pinnacle of great customer service is reaching your clients how they want to be reached, … Improve Customer Service on Social Media<\/span>Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":2806,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"advanced_seo_description":"","jetpack_seo_html_title":"","jetpack_seo_noindex":false,"jetpack_seo_schema_type":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"jetpack_post_was_ever_published":false},"categories":[4],"tags":[1004,1007,41,818,84,15296],"class_list":["post-2805","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-opportunities-in-new-markets","tag-marketing","tag-owners","tag-property","tag-real","tag-real-estate","tag-target"],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/amazingproperty.com.ng\/blog\/wp-content\/uploads\/2017\/03\/Sl9u1ZESMfs","jetpack_sharing_enabled":true,"jetpack-related-posts":[{"id":128597,"url":"https:\/\/amazingproperty.com.ng\/blog\/real-estate-lead-strategies\/","url_meta":{"origin":2805,"position":0},"title":"Real Estate Lead Strategies","author":"Amazing Property","date":"November 27, 2024","format":false,"excerpt":"Top Real Estate Lead Strategies, Traditional vs. Modern Techniques. 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